Cx Transversal Lead

Our organisation

**Ageas** is a listed international insurance Group with a heritage spanning of 200 years, offering Retail and Business customers Life and Non-Life insurance, and is also engaged in reinsurance activities.
- As an international insurance company, Ageas concentrates its activities in Europe and Asia through a combination of wholly owned subsidiaries and long-term partnerships with strong financial institutions and key distributors. Ageas ranks among the market leaders in the countries in which it operates. It represents a staff force of about 50,000 people and reported annual inflows of over EUR 17 billion in 2023.
- Ageas aims to be a Great place to Grow for all its people, while always staying true to its four values: care, share, deliver and dare. It fosters an inclusive culture, that values diversity and encourages everyone to get the best out of their talents.
- Ageas has been re-certified as **Top Employer** in **2024**.
- The vibrant Ageas** Corporate Centre** in Brussels is home to a variety of Group level functions including, amongst others, Risk, Finance, Legal & Compliance, Investor Relations, Human Resources, Strategy, Business Development and Corporate Communications. It sets out the long-term strategy for Ageas and coordinates numerous initiatives across the Group to help realise the strategic ambitions. The Corporate Centre also facilitates knowledge and skills sharing amongst its local operating entities and JV’s, creating strong connections and leveraging on local strengths. It represents the Ageas Group towards external parties, managing relations with analysts, retail and institutional investors, regulators, rating agencies and the media.

Department
- This role is part of the CDSO (Chief Development & Sustainability Office) that leads the implementation of our new 3-year strategic plan Elevate27. The Customer Experience, Operational Excellence and Technical Excellence Transversal will deliver on Elevate27 strategic objectives to sustain and improve Margins by driving Technical and Operational Excellence initiatives - with expected upside of 100m Euro in the strategic cycle period.
- The CX focus of this Transversal identifies initiatives focused on superior Customer Journey Management to drive improvement of customer related metrics. These objectives are linked to the Group ambition to be top quartile cNPS across all wholly owned Opcos by 2027 and also includes Customer Growth and increased X Selling ratios.

Your role
- The **CX Transversal Lead** leads the implementation of the strategic CX Transversal under Elevate27, delivering on the ground results in line with the new 3-year strategic plan and business development strategy. In doing so, the function will provide reporting to the Business Development Committee and will collaborate with senior business executives group-wide on a variety of projects (covering around 200-300 project members yearly). The role will provide tactical guidance to a team of Business Developers to achieve strategic targets and deliver CX objectives contributing to the 100m Euro additional Margin Improvement value in Elevate27, tracking value creation across the Triple Play dimensions.
- The CX transversal lead maintains relations with a dotted line Opco peer group who are mainly at senior manager level.
- The responsibilities of the role will include among others:

- **Strategic Leadership**: Lead the 2027 strategic objective for Business Development, focusing on Margin Improvement through Customer Experience (CX) initiatives. Develop and implement long-term strategies for CX that align with the company's vision and goals.
- **Thought Leadership**: Provide thought leadership to operating companies (Opcos) in developing and executing strategic programs for CX. Influence and inspire senior leaders and stakeholders to adopt innovative practices and drive change.
- **Expertise Utilization**: Identify and leverage centres of expertise within the Group to support new projects. Ensuring collaboration with Group Tech Development and Data Analytics teams to create efficiencies and enhance capabilities.
- **Stakeholder Engagement**: Engage with local executive teams and key stakeholders to ensure clear support and understanding of local initiatives. Foster strong relationships and maintain open communication channels to facilitate alignment and cooperation.
- **Operational Excellence**: Identify opportunities to enhance operating efficiencies and profitability. Implement best practices and process improvements in key business areas, ensuring continuous improvement and operational excellence.
- **Resource Mobilization**: Determine project requirements in line with strategic objectives for CX and support the mobilization of necessary resources. Coordinate cross-functional teams and manage resource allocation to ensure successful project execution.
- **Commercial Support**: Support the achievement of commercial, revenue, and business targets through the d